4-RFP 2026-034 Attachment A - Statement of Work.pdf

RFP # 2026-034

ATTACHMENT A – STATEMENT OF WORK (SOW)

Technical Learning Management System

1. Purpose and Background This Statement of Work (SOW) establishes the scope, requirements, and evaluation criteria for a Request for Proposal (RFP) to procure an enterprise-grade Technical Learning Management System (T-LMS). The selected platform will serve as the organization for delivering technical education content to IT engineering, software development, data science, cyber security and IT infrastructure and operations teams.

The platform sought will offer comprehensive technical curricula, hands-on learning environments, and robust administrative controls suited to enterprise deployment.

1.1 Background

The Court employs over 250 technical staff across software engineering, cloud infrastructure, data engineering, and security disciplines.

A centralized T-LMS is required to standardize technical upskilling, support certification preparation, enable hands-on practice environments, and provide leadership with actionable data on workforce skill gaps and learning progress.

1.2 Objectives

• Consolidate technical learning onto a single, enterprise-managed platform

• Provide access to a broad, current library of technical content covering software development, infrastructure, cloud, data, security, and emerging technologies

• Enable hands-on, interactive learning through integrated labs, sandboxes, and coding environments

• Deliver measurable learning outcomes tied to organizational competency frameworks and industry certifications

• Integrate with existing identity, and productivity systems (e.g., SSO/SAML, MS Teams)

• Reduce administrative burden through automated enrollment, progress tracking, and reporting

2. Scope of Work The selected vendor shall deliver a fully operational Technical Learning Management System meeting all requirements specified herein. The scope encompasses platform licensing, content library access, integration services, onboarding, ongoing support, and administration capabilities.

2.1 Platform Capabilities

2.1.1 Content Library

The platform must provide access to a comprehensive and continuously updated technical content library.

Minimum requirements include:

• A minimum of 10,000 hours of current technical learning content

• Coverage across all major domains, including but not limited to:

◦ Software engineering: Python, Java, JavaScript/TypeScript, Go, Rust, C/C++

◦ Cloud platforms: AWS, Microsoft Azure, Google Cloud Platform

◦ DevOps and infrastructure: Kubernetes, Docker, Terraform, CI/CD pipelines

◦ Data and AI/ML: SQL, Spark, TensorFlow, PyTorch, LLM development, Snowflake, PowerBI, GenAI tools and services

◦ Cybersecurity: Cyber engineering, OWASP, SOC 2, penetration testing, incident response

◦ Governance, Risk and Compliance: Risk management, COBIT, Security Frameworks (NIST, ISO), CCPA, GDPR

◦ Architecture and system design: microservices, distributed systems, APIs

◦ Networking: Cisco, Palo Alto, Fortinet

• Major known industry certification path alignment

• Content freshness: vendor must demonstrate a defined process for retiring outdated material and publishing updated courses within 90 days of major technology releases

• Author and instructor quality: content must be created by recognized industry practitioners, vendors and subject matter experts

• Multiple content formats: Live courses, on-demand video courses, text-based tutorials, e-Books, interactive exercises, assessments, and reference materials

• Emerging technologies: content must include materials on upcoming technology releases such as

AI.

2.1.2 Hands-On Learning Environments

The platform must provide integrated, browser-based environments for practical skill application without requiring learners to configure local tooling. Highly desired items include:

• Cloud-based coding environments and sandboxes (e.g., Jupyter notebooks, terminal access, IDE environments)

• Guided lab exercises with real infrastructure provisioning (e.g., live AWS/Azure/GCP sandboxes)

• Practice projects and scenario-based challenges aligned to course content

• Automated grading or guided self-assessment for lab completions

• No additional per-user or per-lab charges beyond the platform license; all hands-on features must be included in base pricing

2.1.3 Learning Paths and Skill Development

• Curated, role-based learning paths (e.g., Backend Engineer, Data Engineer, Cloud Architect, Security Analyst)

• Certification preparation paths for major industry credentials (AWS, GCP, Azure, CKA, CISSP, etc.)

• Skill assessments to benchmark current proficiency and recommend personalized learning paths

• Progress tracking at the individual, team, and organizational level

• Competency mapping tools to align learning content to internal job roles and skill frameworks

2.1.4 AI-Powered Learning Features

• Personalized content recommendations based on learner history, assessments, and role

• AI-assisted search enabling natural language queries (e.g., 'Show me intermediate Kubernetes content for a DevOps engineer')

• Adaptive learning features that adjust content sequencing based on learner performance

• Generative AI tools for content summarization or Q&A

2.2 Administration and Management

2.2.1 User Management

• Centralized user provisioning and deprovisioning via SCIM 2.0 and/or REST API

• Single Sign-On (SSO) via SAML 2.0 and OIDC (Azure AD required)

• Role-based access control with configurable administrator, manager, and learner roles

• Support for organizational unit (OU) structures: departments, teams, cost centers

• Seat management with license utilization reporting

2.2.2 Content Curation and Custom Content

• Ability for administrators to curate playlists, learning paths, and recommended collections from the content library and assigned to specific learners or teams

• Support for ingesting custom internal content (video, SCORM/xAPI packages, PDFs, links)

• Ability to blend vendor-provided and custom content within assigned learning paths

• Versioning and lifecycle management for custom content uploads

2.2.3 Reporting and Analytics

The platform must provide robust, actionable analytics. Highly desired capabilities:

• Individual learner dashboards showing completions, time spent, assessment scores, and certifications earned

• Manager dashboards with team-level aggregates and comparative views

• Executive dashboards showing organizational skill coverage, engagement trends, and ROI metrics

• Skill gap analysis reports: mapping current workforce skills against target competency levels

• Certification expiration tracking and proactive renewal alerts

• Exportable reports in CSV and PDF formats; API access for data warehouse integration

• Compliance reporting for audit purposes (completion records with timestamps)

2.3 Integrations

The vendor must support, or provide a defined roadmap for, integration with the following systems:

System Category Examples Integration Type Required

Identity & SSO Azure AD SAML 2.0, OIDC, SCIM 2.0

Communication Microsoft Teams Learning notifications, reminders, digest

Calendar Outlook Scheduled learning events / reminders

Data & BI Snowflake, PowerBI REST API or xAPI/LRS for reporting

LXP/LMS Standards xAPI (Tin Can), SCORM 1.2 &

Standard compliance required

3. Implementation and Onboarding

The vendor shall provide a structured implementation program to ensure successful deployment within the timelines specified herein. The implementation must include all activities required to bring the platform to full operational status.

3.1 Implementation Timeline

The following milestone schedule is required. Vendor responses must confirm adherence or propose an alternative schedule with written justification:

# Milestone Target Date Deliverable

1 Contract Execution Week 0 Signed agreement

2 Kickoff and Discovery Week 1 Project plan, stakeholder alignment

3 SSO and SCIM Integration Week 2 Validated SSO with 100% user sync

4 Platform Configuration Week 2-3 Org structure, roles, branding applied

6 Full Rollout Week 4-6 All users provisioned and active

7 Reporting & Analytics Live Week 5-7 Dashboards configured; training delivered

3.2 Onboarding Services

The vendor shall provide the following onboarding services as part of the contract:

• Dedicated Implementation Project Manager for the duration of the onboarding period

• Technical integration support for SSO and SCIM connections

• Administrator training (live sessions and recorded materials) covering platform configuration, user management, and reporting

• Manager enablement: documentation and training on team dashboards, assigning learning paths, and monitoring progress

• Learner communication toolkit: templates for announcement emails, Slack messages, and FAQ documents

• Post-launch success review at 30 and 90 days with usage and engagement analysis

3.3 Change Management

Vendor must provide resources and guidance to support internal change management, including adoption playbooks, best-practice documentation for driving engagement, and access to a customer community or peer network of similar enterprise clients.

4. Service Level Requirements

4.1 Platform Availability

• Guaranteed uptime of 99.9% or greater, measured monthly, excluding scheduled maintenance

• Scheduled maintenance windows must occur outside business hours (9 PM – 6 AM ET) with a minimum of 72 hours advance notice

• Emergency maintenance may occur with 1 hour notice; vendor must provide real-time status communication via a public status page

4.2 Performance

• Page load time under 3 seconds at P95 for standard content pages

• Video content playback must begin within 5 seconds globally, with adaptive bitrate streaming

• Lab environment provisioning must complete within 120 seconds of user initiation

4.3 Support

Issue Severity Definition Initial Response SLA Resolution SLA

P1 — Critical Platform down or unusable for majority of users

30 minutes 4 hours

P2 — High Major feature unavailable; significant impact

2 business hours 1 business day

P3 — Medium Degraded performance;

workaround available

4 business hours 3 business days

P4 — Low General inquiries, cosmetic issues

1 business day 10 business days

4.4 Customer Success

• Dedicated Customer Success Manager (CSM) assigned to the account for the contract term

• Minimum quarterly business reviews (QBRs) with usage analytics, content recommendations, and product roadmap updates

• Access to a named technical support engineer for escalations

5. Security and Compliance Requirements

5.1 Data Security

• All data in transit must be encrypted using TLS 1.2 or higher

• All data at rest must be encrypted using AES-256 or equivalent

• Vendor must maintain a formal vulnerability management program with defined patch SLAs

• Penetration testing must be conducted at minimum annually by a qualified third party; results must be available upon request under NDA

5.2 Compliance Certifications

The vendor must hold and maintain the following certifications. Certificates or audit reports must be provided upon request:

• SOC 2 Type II (Security, Availability, Confidentiality trust service criteria)

5.3 Data Privacy and Ownership

• The organization retains full ownership of all user data, learning records, and analytics generated on the platform

• Vendor may not use client user data for training AI models or for any purpose other than service delivery without explicit written consent

• Upon contract termination, vendor must provide a full data export in a standard, machine-readable format (JSON, CSV, or xAPI) within 30 days and permanently delete all client data within 60 days

• Vendor must maintain a documented data retention and deletion policy

5.4 Access Control

• Audit logs of all administrator actions must be retained for a minimum of 12 months and be accessible via the admin console

• Role-based access controls must support principle of least privilege across all administrative functions

6. Commercial and Pricing Requirements

6.1 Pricing Model

Vendors must provide detailed pricing for the following scenarios. All pricing must be all-inclusive; no surprise charges for features described in this SOW will be accepted.

Configuration Year 1 Price Year 2 Price Year 3 Price

200 seats $___________ $___________ $___________

250 seats $___________ $___________ $___________

Additional seats (per seat/year) $___________ N/A N/A

6.2 Pricing Requirements

• Annual and multi-year pricing must be provided; discounts for multi-year commitment must be disclosed

• Pricing must be per-seat (named user) OR concurrent user — specify which model is offered and any differences in cost

• All hands-on labs, sandbox environments, and AI-powered features must be included in base pricing — no consumption-based surcharges

• Professional services for implementation (if charged separately) must be quoted as a fixed fee, not time-and-materials

• Price escalation for renewal years must be capped at 5% annually

6.3 Contract Terms

• Minimum contract term accepted: 1 year

• Preferred contract term: 3 years with annual true-up capability

• Vendor must provide a Service Credit Policy defining remedies for SLA breaches (minimum 5% monthly fee credit per SLA breach event)

• Net-30 payment terms required; invoicing annually in advance

Appendix A: Glossary of Terms

Term Definition

T-LMS Technical Learning Management System — a platform purpose-built for developer and engineering education, including hands-on coding and infrastructure environments xAPI / Tin Can Experience API — an eLearning specification that allows learning content and systems to interoperate and record learning experiences in a Learning Record Store (LRS)

SCORM Sharable Content Object Reference Model — a set of technical standards for eLearning software enabling interoperability between content and LMS platforms

SCIM System for Cross-domain Identity Management — a standard for automating user provisioning and deprovisioning across identity providers and applications

SAML 2.0 Security Assertion Markup Language — an XML-based open standard for exchanging authentication and authorization data for Single Sign-On (SSO)

SOW Statement of Work — this document; defines the scope, deliverables, and requirements for the RFP

CSM Customer Success Manager — a vendor-assigned relationship manager responsible for onboarding, adoption, and ongoing client satisfaction

QBR Quarterly Business Review — a periodic meeting between vendor and client to review platform usage, outcomes, and strategic alignment

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2.3 Integrations

Appendix A: Glossary of Terms